Flip the Funnel: How to Use Existing Customers to Gain New Ones

THE 10 NEW RULES OF CUSTOMER SERVICE

To help you on your way, I’ve come up with 10 new rules of customer service that I hope will challenge, inspire, guide, and channel your efforts from this moment on. I do hope you’ll add to these, in terms of expansion of thought and color through the addition and association of best practices and real-life examples. You can join this particular conversation at www.flipthefunnelnow.com/newrules.

Let me introduce the new rules, and then I’ll discuss them in more detail.

1. Customer service doesn’t stop at 5 P.M. on Friday.

2. From “everything communicates” to “everyone communicates.” The paradox of customer service: The lower down the totem pole you go, the more impactful and important customer service becomes.

3. All customers are equal; but some are more equal than others. Pay particular attention to WHO is doing the complaining. (“Do you know who I am?”).

4. Customer service is not only about solving problems.

5. Customer service lives in the now. Real-time response is not a nice-to-have but a have-to-have.

6. Customer service can be a revenue generator (and even an acquisition tool).

7. Customer service lives in the public domain.

8. Customer service is an ongoing commitment, not a one-off happenstance (customer service needs a memory; integration is innovation. Who owns the customer?).

9. Customer service can be proactive and anticipatory.

10. Customer service is alive. Feedback loops need to be active, direct, and effective at improving ...